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Advisor FAQ Life and health insurance

 

 

This FAQ was created to help you support your clients during the COVID-19 pandemic. Even if our local offices are currently closed, the necessary solutions have been put in place to ensure the good continuity of our services. Our sales team remains available to offer you the support you need.

 

 Last update: May 28, 2020

 

REMUNERATION

Q1. In the current economical situation, how do you plan to support advisors?

R1. Effective April 1, 2020, we are postponing charge backs of commissions due to cancellations or lapses received as of this date, for a period of 60 days.


ADMINISTRATION

Q1. My client’s contract was cancelled due to the COVID-19 crisis and he would like to reinstate his contract, what is the process? - NEW QUESTION

R1. In the current context, the relief measures below are offered for the reinstatement of contracts cancelled since March 11, 2020. These will temporarily replace our standard rules.


Reinstatement (depending on the length of time since the effective cancellation date).

- Less than 6 months ago: Declaration of good health form confirming that health has remained unchanged since the cancellation of the contract.

    • Extended Health and Dental Care benefits: reactivation without payment of retroactive premiums
    • All other benefits: reinstatement with payment of retroactive premiums

- As of 6 months, but less than 12 months ago: reinstatement with payment of retroactive premiums

    • Products requiring underwriting*: Complete Health declaration form with Additional health declaration form due to COVID-19.
    • Products without underwriting: declaration in the new application

- As of 12 months of: new application 


* Including Association Program and SME Plan


We would like to remind you that, in the event of a reactivation or reinstatement, your clients may not submit claims retroactively for any events that occurred, or any services obtained during the period when their contracts were no longer in effect.


The health declaration form as well as the additional health declaration form due to COVID-19 are all available on the Advisor resources section of the Website.

Q2. Will services to advisors be maintained in the context of the COVID-19 pandemic?

R2. Yes. The necessary measures have been put in place to ensure that all our services are maintained and to meet our usual claims processing times. Our Info-Partners, Commissions and Contracting, as well as our sales directors remain available by phone or by email.


For the time being, if you have any documents to send us, please send them by email


For any requests related to administration or medical underwriting, please contact:


    • Info-Partners Health :
      • This email address is being protected from spambots. You need JavaScript enabled to view it.
      • 514-286-2626 or 1-800-361-2538 (option 2, then option 1)

For any questions related to your commissions, please contact:


    • Commissions and Contracting
      • This email address is being protected from spambots. You need JavaScript enabled to view it.
      • 1-800-300-5002

Contact our sales directors:

        • GTA & Eastern Ontario
          • Bill Walker
          • Senior Account Executive - Brokerage Channel
          • 416-986-3683
          • This email address is being protected from spambots. You need JavaScript enabled to view it.
            • GTA, Southwestern Ontario & Golden Horseshoe
              • Roy Ehlermann
              • Business Development Manager
              • 416-318-1462
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            • GTA & Northern Ontario
              • Max Mahardi
              • Business Development Manager
              • 416-802-9814
              • This email address is being protected from spambots. You need JavaScript enabled to view it.

Q3. My client is having trouble paying their premiums. What options can I offer to them? UPDATED

R3. If your client is experiencing financial difficulties as a result of the crisis, contact Info-Partners or ask them to call our customer service department at 1-888-822-2583 to take the necessary measures for the payment of their premiums and avoid having their financial institution charge them a fee for insufficient funds. We will be able to offer them a 90-day period to pay their premiums. During that time, their coverage will be maintained. Following this 90-day period, we will apply the terms of the agreement taken with your client.


If your client fails to call us before the expected date of their payment, our usual rules apply.


In addition, after the 90-day payment period, we offer your client the possibility to spread their premium payments over a period of up to 6 consecutive months, without any interest charges. Please contact our customer service department to review the payment terms.

Q4. What are the accepted methods of payment for the initial premium?

R4. We accept the following methods of payment for the initial premium:

  • Credit card
  • Pre-authorized debit (PAD)

Payment by cheque is no longer accepted at this time

Q5. Can you deliver the contract by electronically? 

R5. Yes, we can deliver the insurance application as well as the requirements for your contract to take effect electronically. Please email your request to This email address is being protected from spambots. You need JavaScript enabled to view it.

Q6. Are remote sales allowed?

R6. Yes. We accept insurance applications signed remotely (i.e. without the physical presence of the client) and delivered electronically. Please note that you will be required to also send a copy to your general MGA.

Q7. What types of documents can be sent electronically?

R7. We accept the following documents by email:

  • Insurance applications
  • All documents required for delivering the contract
  • Forms

All scanned documents must be clear and legible. Please send them to This email address is being protected from spambots. You need JavaScript enabled to view it..

 

Q8. What types of signatures are accepted?  UPDATED

R8. We accept the following signatures:

  • Handwritten signature (pen or stylus) and sent electronically
  • Adobe Sign, DocuSign, OneSpan, EZSign, Authentisign or NexOne Sign electronic signature with the authentication certification.

Q9. A witness signature is required in one of the forms, but I don’t have access to a witness in the current context. What are my options?

R9. We will temporarily accept insurance proposals, change requests and setting requirements without the witness signature.

Q10. Because of physical distancing and the closure of non-essential services, my client has reduced visits to health professionals. Since he continues to pay for his coverage without using it, what solution can I offer him? 

R10. As of the month of May, for a three-month period, we are offering:

  • 50% reduction on the dental care benefit monthly premium
  • 20% reduction on the extended health care benefit monthly premium

No action on your part or your client’s is required. This reduction will be automatically applied to the accounts of all clients who have enrolled in the benefits mentioned above.


Also be advised that we will not apply retroactive charges to your commissions despite this premium reduction.

 

UNDERWRITING

Q1. Will COVID-19 impact medical underwriting?

R1. Insurance requests from clients returning from a trip outside the country will be put on hold for two weeks from the date of their return. A health declaration will also be required upon delivery of the contract.


Insurance requests from clients who are planning to travel outside the country within the next months, while a government-issued advisory to avoid all travel is in place, will be postponed until their return to the country. They will have to comply with the medical requirements in place at this moment.

Q2. If a client requires medical tests, laboratory tests, paramedical services or other in-person assessments in order to complete their application, what should we do?

R2. Our suppliers no longer offer paramedical services. However, phone interviews remain possible. For more flexibility, we offer the following options:

    • Maintaining the initial insurance amount. In this case, the insurance request will be put on hold until our suppliers return to normal operations.

        OR

  • Select a lower insurance amount requiring only a phone interview as a medical underwriting requirement. In this case, your client must complete and sign a form to confirm they accept the change. To get this form, please write to This email address is being protected from spambots. You need JavaScript enabled to view it..

 

Q3. What have you implemented since paramedical services are no longer offered?

R3. We have created a new temporary medical requirements table necessitating only a telephone interview:

 

This table applies retroactively to any insurance application under analysis since March 15, 2020 for the Disability due to Illness and Overhead Expenses benefits of the Blue Flex product and the Disability benefit of the Mortgage Plan. We will re-evaluate all pending requests.

 

Q4. To avoid delays caused by the COVID-19 influx for telephone interviews, what other solutions do you offer?

R4. We are temporarily accepting the health declaration form combined with the additional health declaration form due to COVID-19. You will find these documents in the Advisor resources.

 

CLAIMS

Q1. My client has been quarantined. When will they receive their disability payments?

R1. To be eligible for disability payments, your client must:

    • Have been diagnosed with a COVID-19-related infection. 

        AND

  • Meet the disability definition of their insurance policy.

If your client is eligible, the waiting period before they receive their payments for disability benefits starts on the first day they were placed under quarantine.


To submit a disability claim, your client must follow the steps on our website.

Q2. What are the turnaround times for claims processing?

R2. The necessary measures have been put in place to meet our claims processing times. However, because we are experiencing longer than normal turnaround times to receive the medical documents required, claims could be delayed. Thank you for your understanding and your patience.


For the time being, we ask that all our clients send their claims by email or by fax.

 

    • Claims Health insurance products :
      • This email address is being protected from spambots. You need JavaScript enabled to view it.
      • 1-866-286-8358

 

      • Claims Life and disability insurance products :
        • This email address is being protected from spambots. You need JavaScript enabled to view it.
        • 1-877-590-7504

Q3. My client recently consulted a medical practitioner via tele/video consultation. Can they submit a claim for these services? NEW QUESTION

R3. Yes, we currently accepting claims for consultations carried by phone or video chat with the following medical practitioners (if they are covered by the client’s contract):

    • Audiologist or audioprosthetist
    • Chiropractor
    • Nutritionist or dietician
    • Occupational therapist
    • Naturopath
    • Speech and language therapist
    • Physiotherapist or Physical rehabilitation therapist
    • Podiatrist or chiropodist
    • Psychologist


TRAVEL INSURANCE COVERAGE

Q1. My client is planning to travel outside their province of residence. Can they purchase the travel insurance offered as part of the Express Plan?

R1. No. To contribute to collective efforts to curb the spread of COVID-19, we have decided to suspend all new travel insurance sales until further notice. This includes travel insurance offered within the Express Plan. This exceptional measure stems from our goal to protect the health and wellness of our insureds.

Q2. Can essential workers (e.g. truckers) purchase travel insurance offered as part of the Express Plan?

R2. Yes. Certain essential workers can purchase travel insurance offered within the Express Plan. This includes truckers. For any other job type, please contact Info-Partners or your sales director to verify if the job is eligible as an essential service and qualifies for a travel insurance policy.